Customer Outcomes Facilitator

Join us as a Customer Outcomes Facilitator and transform the life insurance claims experience by owning cases end‑to‑end, engaging customers with empathy, and driving timely resolutions through cross‑functional collaboration.

Impact on Mission: You will help deliver our brand promise during life’s critical moments—reducing friction, restoring confidence, and ensuring customers feel heard, supported, and informed.

What You’ll Gain: Meaningful customer impact, exposure to multi‑disciplinary teams, growth in outcome enablement and experience design, and the chance to shape service improvements through Voice of the Customer insights.

Position Responsibilities

• Serve as the single point of contact for assigned claims; advocate for customer needs and ensure continuity.
• Track progress and proactively follow up on pending actions to prevent delays (documents, requirements, dependencies).
• Escalate delays with context and urgency; coordinate resolution with Claims, Underwriting, Legal, Finance, and Distribution.
• Ensure timely and accurate documentation of all interactions, commitments, and decisions for compliance and continuity.
• Initiate regular customer updates to reduce anxiety and build confidence; communicate with empathy and clarity.
• Use active listening to surface unspoken concerns and emotional cues; respond with care during sensitive moments.
• Facilitate timely handoffs and maintain alignment on case status and next steps across internal stakeholders.
• Identify potential blockers early (e.g., missing documents, unclear policy terms) and take corrective actions.
• Monitor adjudication progress and follow through until final payout; own outcomes, not just tasks.
• Capture customer sentiment and feedback; contribute insights to Experience Reviews and Voice of the Customer programs.
• Document recurring pain points and recommend process/policy improvements; support continuous service design enhancements.
  
  

Required Qualifications

• Experience: 3–5 years in life/health insurance claims, customer service, case management, or a related frontline role.
• Tools & Systems: 2+ years using CRM/case management and claims administration systems; proficient with Microsoft 365 (Outlook, Teams, Word, Excel).
• Education: Bachelor’s degree in Business, Finance, Psychology, Nursing/Medical Sciences, Communications, or a related field; equivalent experience considered.
• Core Skills: Exceptional written and verbal communication, active listening, empathy, problem-solving, and follow‑through; ability to manage sensitive conversations and maintain confidentiality.
• Compliance & Documentation: Strong discipline in accurate record‑keeping and adherence to policies, procedures, and regulatory standards.
  
  

Preferred Qualifications

• Customer experience/operations credentials.
• Advanced proficiency in CRM platforms (e.g., Salesforce) and analytics/reporting (e.g., Excel, Power BI).
• Prior experience in cross‑functional coordination with Claims, Underwriting, Legal, Finance, and Distribution.
• Demonstrated contributions to Voice of the Customer and experience design initiatives.
• Multilingual communication capability and experience handling emotionally sensitive customer scenarios.
  
  

When You Join Our Team

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.
  
  

About Manulife And John Hancock

Manulife Financial Corporation is a leading international financial services provider, helping people make their decisions easier and lives better. To learn more about us, visit https://www.manulife.com/en/about/our-story.html.

Manulife is an Equal Opportunity Employer

At Manulife/John Hancock, we embrace our diversity. We strive to attract, develop and retain a workforce that is as diverse as the customers we serve and to foster an inclusive work environment that embraces the strength of cultures and individuals. We are committed to fair recruitment, retention, advancement and compensation, and we administer all of our practices and programs without discrimination on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, religion or religious beliefs, creed, sex (including pregnancy and pregnancy-related conditions), sexual orientation, genetic characteristics, veteran status, gender identity, gender expression, age, marital status, family status, disability, or any other ground protected by applicable law.

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Manulife/John Hancock policies. To request a reasonable accommodation in the application process, contact recruitment@manulife.com.

Working Arrangement

Hybrid

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